Return & Exchange Policy

We Believe in Quality. Your Satisfaction Matters!

At Urban Mystic, every order is carefully checked and packed before dispatch. We request our customers to review their order carefully before placing it, as we do not offer returns or refunds under any circumstances.

However, if you receive a damaged or defective product, we are happy to assist you with an exchange, subject to our verification process.

1. Return & Refund Policy

• No Returns: We do not accept returns for any reason, including size issues, change of mind, personal preferences or incorrect product selection by the customer.

• No Refunds: Refunds and cancellations after dispatch are not permitted.

• No Store Credits: We do not offer store credits in place of returns or refunds.

2. Exchange Policy – Damaged Products Only

Exchanges are permitted only if the customer receives a damaged or defective product.

To qualify for an exchange, the following conditions must be met:

• The damage or defect must be reported within 7 days of receiving the product.

• A clear, continuous unboxing video is mandatory as proof of the product's condition upon delivery.

• The video must clearly show the original, unopened packaging, shipping label and the product being unpacked.

• The damage or defect must be clearly visible in the video.

• The product must not be used, washed, altered or damaged by the customer.

Please Note: Requests without valid video proof may not be eligible for an exchange.

3. Exchange Process

Follow these simple steps to request an exchange:

Step 1: Record a continuous unboxing video when opening your parcel.

Step 2: If you notice any damage or defect, contact our customer support team within 7 days of receiving the product.

Step 3: Share your order details, photographs (if required) and the unboxing video for verification.

Step 4: Our team will review your request and confirm whether it qualifies for an exchange.

Step 5: Once approved, we will guide you through the exchange process.

4. Important Conditions

• The 7-day exchange window starts from the date of product delivery.

• Exchanges are strictly limited to verified damaged or defective products.

• Size exchanges, colour changes, product preference changes and change-of-mind requests are not accepted.

• Damage caused after delivery due to improper handling, washing or usage will not qualify for an exchange.

• Exchange approval is subject to verification and product availability.

5. Damaged Packaging or Missing Tags

If your parcel arrives with damaged or tampered packaging, please record the condition and inform our customer support team immediately.

If you receive a product without its original tags or notice any visible damage, please report it within the 7-day exchange window with supporting video evidence.

Our Final Word

We take great care to deliver products in excellent condition. We appreciate your understanding and cooperation with our exchange policy.

No Returns. No Refunds. Exchange Only for Verified Damaged or Defective Products Within 7 Days of Delivery.

Thank you for shopping with Urban Mystic!